Cannot access library at stock.adobe .com - "There was an error processing your request"

[tlw22]

I cannot access a library at stock.adobe.com with 384 items in it. I get an error message: "There was an error processing your request".

The assets show up in libraries for CC apps.

Does anyone have a solution to this problem?

I have opened a ticket, sent details and screenshots but support will not fix this issue. They insist on a phone call, but do not schedule it in a typical, respectful way - only offering a long window of time that I may receive a phone call from an unknown number. 

Thanks

[WendellaBee]

Customer care has been trying to contact you for more information. Please contact customer care, https://helpx.adobe.com/contact.html. Click on the chat icon in the lower right portion of the page. If you are unable to see this feature you may need to scroll down before it will appear or set your browser to private or incognito mode. Declining any Adobe Cookies may affect the presence of the chat feature.

[tlw22]

I have contacted customer care repeatedly. The solution has not been provided.

Customer care has not tried to schedule a SPECIFIC time to call me.

If this is the best Adobe can do, I can go back to istockphoto.com, no problem.

[WendellaBee]

You've responded multiple times to customer care via email referring them to your chat conversation. I don't see that you have provided any additional information or logs. It will be difficult to troubleshoot your issue with the limited information you have provided.

[tlw22]

EvilBugQueen1,

I sent screenshot and many details by email and by chat.

I was given a 24.5 hour window of time when I would be contacted by phone by support. 

I was not given a phone number from which I would be contacted.

I have not been asked for additional information. If someone will tell me what additional information is needed, I will be happy to provide it. 

[tlw22]

I got the request below the line from Adobe on the case. I responded in approximately 30 minutes with all of the details that were requested.

I didn't receive a reply, so I asked for the status twice. They never responded and closed the case.

Separately, I got 2 requests for my phone number after I have sent my phone number. 

Meanwhile, I have the same issue on stock.adobe.com.

Can someone from Adobe explain?

___________________________________

Thank you for reaching back to us.  

We would request you to help us with the browser logs for the error. And we would request you to follow the steps below to collect the logs from Google Chrome.  

* Click on the 3-dot option and select More Tools > Developer Tools.  

* Click on Network.  

* Check preserves log checkbox  

* Reproduce the issue. 

* In the Browser Console you will see an error in red, click on error in the Name column. This will open the Headers information. (If the red error does not appear just capture the screenshot for name and send) 

* Click on the error in the console and you will see the headers for this error. 

* Under Response Headers find the X- Request-ID, copy this and paste it into the email. 

* Along with the X-Request-ID we also need to know what error message appears in the logs. Copy all the text under the Headers tab and paste it into a text file and attach the file to the email.  

* Along with the X-Request-ID, we also need to know what error message appears in the logs. Copy all the text under the Headers tab and paste it into a text file and attach the file to the email. 

* In most cases you will find additional information under the Preview tab, please copy, and paste this into a second text file and attach it to the email.  

For any more information feel free to reach back to us.  

[WendellaBee]

Hi @tlw22,

I've asked the customer care manager to review your case as it appears it was closed prematurely.

[WendellaBee]

Hi @tlw22,

I found the request ID you provided in your email response to customer care. There is a corrupt file in one of your libraries that is causing this issue. The file is titled "Advanced robots placing parts in an automated assembly line".  Can you sign into https://assets.adobe.com and search for the file with this title and set the filter to search your libraries, then delete the file from any libraries. If you are unable to find the file please let me know.

[tlw22]

Finally - thank you

[WendellaBee]

@tlw22

Customer care gave me a new case number to pass on to you ADB-23700497-K1Z2. Do let me know if you are able to delete the problem file from your library so we can document the issue and resolution.

[WendellaBee]

@tlw22 were you able to remove the asset that was blocking your library? Did it resolve the issue?

[tlw22]

yes, as I said above - "finally - thank you".

Again, thank you kindly for your help.

[WendellaBee]

Thank you for clarifying.